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Robust and capable of Enterprise level service
What do you like best about the product?
Easy of use Flexibility for expansion Feature set
What do you dislike about the product?
There is a lack of out of box integrations with other tools.
What problems is the product solving and how is that benefiting you?
This product allow for users to get help quickly. It also allows management more insight into the day to day issues impacting the orgnization. Having a dashboard for the Analysts to view and track what they are working on is key.
Ivanti Neurons for ITSM is highly customizable to our environment
What do you like best about the product?
Out of the box, Ivanti Neurons for ITSM is a good product. But we've found it to be very versital and highly customizable to our environment. We've built integrations to automate things like employee onboarding and offboarding and other routine tasks. Customer support engineers are responsive and helpful.
What do you dislike about the product?
The documentation is somewhat sparce. However, there is a well supported forum and discussion group. Many of our difficult questions were quickly answered in the user forum.
What problems is the product solving and how is that benefiting you?
Before we had Ivanti Neurons for our ITSM solution all issues and requests came into our ticketing system without priority or workflow. This added major overhead for our Service Desk as they had to triage each request and determine which support person or team would need to be assigned. We Neurons we are able to customize the workflow of Service Requests and Incidents so most tickets are routed to the correct teams much more quickly. And since the processes are now documented and repeatable, we can more easily create reports and metrics on response times and staffing levels.
Ivanti Neurons for ITSM - Powerful flexibility with a learning curve
What do you like best about the product?
- Excellent flexiblity allowing admins to build business objects and link them together to create complex workflows
- Good product support and documentation available online
- Many add-ons available to enhance your ITSM experience
- Good product support and documentation available online
- Many add-ons available to enhance your ITSM experience
What do you dislike about the product?
- Steep learning curve to maximize the potential return on investment
- modules can feel disjointed from one another with completely different look / feel as they were developed by other teams
- Customizations are often more time consuming than anticipated
- modules can feel disjointed from one another with completely different look / feel as they were developed by other teams
- Customizations are often more time consuming than anticipated
What problems is the product solving and how is that benefiting you?
- Help Desk solution for incidents
- Approval solution for service requests
- allows real-time tracking of problems and requests for the requester
- Excellent self-service portal for requesters
- Approval solution for service requests
- allows real-time tracking of problems and requests for the requester
- Excellent self-service portal for requesters
Neurons is good
What do you like best about the product?
IT keeps track of discoverable items easily. Security tteam is able to use it for tracking assets as well.
One best thing about it is that it integrates with our ticketing system seamlessly which removes alot of work.
One best thing about it is that it integrates with our ticketing system seamlessly which removes alot of work.
What do you dislike about the product?
Like any other tool, it's not perfect. there are some items that i cannot dicover correctly, like DUAL ip or DUAL dns systems.
For discovery, i needs to be more smooth and seamless.
For discovery, i needs to be more smooth and seamless.
What problems is the product solving and how is that benefiting you?
IT's helping us with asset tracking and assest history. We are also able to push patches and packages with ease. This helps greatly with automation which reduces administration time.
Highly customizable out of the box experience
What do you like best about the product?
80% of ITSM is turnkey. Being hosted by Ivanti makes life so much easier and all the different environments they provide you with to keep you in a great place at no cost. They are getting to a low code/no code environment. I am able to connect using APIs to just about anything I want making the tool as simple or as robust as my company is ready for. The ability to integrate with Teams to use bots and interface with users to open tickets, redirect to FAQs or articles is amazing.
What do you dislike about the product?
The back end uses a SOAP API instead of REST. Ivanti is in the middle of a full rework of the underside of the product having acquired Cherwell. Some parts of the product are overly complex as it has been made to be flexible in five-thousand different ways if you want it to be. It needs a full reworking on the backend so you can find what you want in a much easier way without having to go to one place that takes you to another place that will tell you where you need to go to put your customer configuration in place.
What problems is the product solving and how is that benefiting you?
We needed something that was going to fulfill all the Federal, State and ITIL requirements that we needed in an end-user support tool. It had to do more than take tickets.
Excellent ticket management system
What do you like best about the product?
It makes it a breeze to fulfill requests from end users. It automatically emails the end user for you and reduces clicks and emails needed to get the job done.
What do you dislike about the product?
Not the most user friendly at first. Takes some time to understand
What problems is the product solving and how is that benefiting you?
It helps our company fix issues, so they can get ok with their job or life. Both internally end externally. It creates a problem solving pipeline, so we can troubleshoot and it takes care of the rest.
Recommendations to others considering the product:
Take the free courses to get started.
Ease of customization
What do you like best about the product?
Its very wasy to use and customize compared to ServiceNow
What do you dislike about the product?
Lot of enhancements needed from its makers..
What problems is the product solving and how is that benefiting you?
Service Desk, CI, Asset management
Ivanti is good
What do you like best about the product?
Best software as per organisations requirement
What do you dislike about the product?
None it looks ivanti has variety of appl8cations required for an organization
What problems is the product solving and how is that benefiting you?
Vulnerability management and client push
Recommendations to others considering the product:
Overall management for an organization
a strong and stable service that is easy to maneuver and navigate
What do you like best about the product?
the ease of access to all teams and call stacks i have access to.
What do you dislike about the product?
task assignments always being assigned to the default queue
What problems is the product solving and how is that benefiting you?
network issues, a great benefit is being able to group calls together.
Ivanti Service Manager in the Service Desk
What do you like best about the product?
The ease of use. The customizability.
The supportive Ivanti forum.
The supportive Ivanti forum.
What do you dislike about the product?
The higher technical treshold when desiging and implementing new objects (offerings, picklists,...)
But again, I only have 1 year of Admin access and experience in the "backend".
But again, I only have 1 year of Admin access and experience in the "backend".
What problems is the product solving and how is that benefiting you?
Creation of Service offerings.
Implementing functionalities like the announcement, which wasn't used before.
Being able to change and adapt any aspects (offerings, design, workflows,...) on short ntice, without having to solicit the external support
Implementing functionalities like the announcement, which wasn't used before.
Being able to change and adapt any aspects (offerings, design, workflows,...) on short ntice, without having to solicit the external support
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